An item was missing from my order, and I didn't realize until I got back home. I called the store, and the manager said I'd have to drive back to the store to either pick up the item or be refunded, which wasn't a convenient option for me.
I understand that mistakes happen, but customers shouldn't have to pay for the mistakes of employees. The store was able to charge me when I pre-ordered through the app, so they should be able to refund me (or adjust the charge) the same way. Or they could have offered to pay the fee for Uber Eats to have my missing food delivered. I shouldn't have to jump through hoops to get what I paid for.
UPDATE: After 9 days, the "Customer Service Manager" finally sent me a canned response stating that "the crew is trained to double-check orders" and that they "will be certain to follow up with them" but offered NO resolution... no refund of the item I was charged for but didn't receive, no coupon, nothing.